Cisco Unified Expert Advisor (Unified Expert Advisor) is an optional feature for Unified CCE. It extends the contact center so that expert advisors can handle certain incoming calls. An expert advisor is a specialist who is not employed by the contact center—but who agrees to be ’on call’ to provide services as a consultant.

The intended audience should be able to perform system-level configuration of Cisco Unified Communications components and deployments and be familiar with the Cisco Unified Communications family of products. TIP: Use Unified CVP Post-Routed Call Flow (Project Features Tested label) as a keyword to search for related test cases in System Test Results for Contact Center.

The configuration information is based primarily on testing performed in the Unified CVP Post-Routed Call Flow test bed (Test Bed 3) during Cisco Unified Communications system releases. This topic does not contain detailed step-by-step procedures; for detailed information about installing, configuring, and administering Unified CVP, refer to Unified CVP documentation (see Related Documentation).

Component Deployment

The following provides a non-site specific overview of the components deployed in Test Bed 3 that participated in the Unified CVP comprehensive call flow with Unified Expert Advisor functionality. Security is implemented using Unified 5500 Series Adaptive Security Appliance to provide firewall and policy enforcement services and intrusion protection systems. Cisco Security Agent is implemented as core endpoint security on all the servers. Infrastructure components include routers, switches, and gateways.

Call Flow Diagram

The following is a graphical representation of the Unified CVP Post-Routed comprehensive call flow with Unified Expert Advisor functionality.

Configuration

This section provides the high-level tasks and related information for configuring a Unified CVP Post-Routed comprehensive call flow model with Unified Expert Advisor functionality. The following tables provide this information:

Configuration Tasks: List of high-level configuration tasks

System Test Specifics: System test variations from default values documented in the product documentation.

More Information: Links to product documentation for detailed configuration information related to the high-level tasks.

NOTE: Default and recommended values specified in the product documentation were used during system testing, unless otherwise noted in the System Test Specifics column.